Archived: PLL Care Services

People were involved in planning the care they received and were treated with dignity and respect. A relative of a person who used the service said "We sorted it out (the care package) with the Occupational Therapy people and PLL". A person told us 'They always say hello and ask you how are you. They don't just walk in and get on with it'.

People received care that was individual to their needs and that ensured their safety and welfare. People and relatives we spoke with were happy with the care they, or their relative, received and were positive about the care workers. A relative told us that the care their relative received was "beyond our wildest dreams". One person told us "the carers have been lovely I get on with them all. If there is anything I want I ask them and they do it".

People felt safe using the service and with the care workers that visited them. A relative of a person told us "In terms of safeguarding we feel confident'.

Appropriate checks were carried out before staff started work.

The provider sought views and feedback from people who used the service. We reviewed results of a satisfaction survey and saw that people were satisfied with the service they received. Where the provider had received a negative comment they took appropriate action.

We used a number of different methods to help us understand the experiences of people who used the service, because the people had complex needs. We spoke with stakeholders and looked at feedback the agency had received from relatives.

The agency was providing a range of services to people discharged from hospital for a period of assessment, to live in carers and visits. We found that people's needs had been assessed and person centred care plans were in place. People told the provider "support was appreciated" and "very satisfied with the care provided". Feedback also included, "staff have highest regard and esteem, wonderful care" and "without exception your staff were wonderful".

People's diversity was taken into account with care plans noting their religious, cultural and ethnic backgrounds and the impact on the delivery of care. Staff spoke confidently and with knowledge about people's care needs.

Systems were in place to provide staff with training in medication and to record people's medication needs.

We found that not all information required by us for staff was being obtained before staff were appointed. This standard was not met.

A complaints system was in place.